Sweet is busy creating the telco small and medium business loves to work with and where our team love to work. With a lofty purpose like this how does a business hold itself accountable and measure the love? Easy, we use the Net Promoter System. Long, boring customer (CSAT) surveys are old-hat, they fail to provide insight and typically the results don't provide any meaningful or actionable outcomes.
The Net Promoter System was developed by Fred Reichheld at the Harvard Business School. It is an open source methodology created to measure advocacy around a business, product, team, department or person. This is achieved by asking a single simple question - the Ultimate Question - or rather, getting someone else to ask. The result is The One Number You Need to Grow and powers profoundly powerful strategies to increase sales and improve profitability.
"On a scale zero to ten, where zero is 'not at all likely' and ten is 'extremely likely', how likely would you be to recommend [enter business here] to others?"
Your Net Promoter Score* is the result of subtracting the percentage of your 'detractors' (low scores) from the percentage of 'promoters' (high scores), whilst discounting 'passives' (medium score). There are many measures you can take to add value to this core question and add value to the data you collect - but at its heart - it's as simple as that.
NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent. We're pleased to say Sweet has always, and continues to, maintain an NPS above +70.
We're in good company
NPS can be used by any business, big or small, externally or internally, B2B or B2C, to understand the relative advocacy around pretty much anything - if you design the campaign the right way. NPS has been around since 2003 and is used by brands like Virgin, Apple, Zappos, HSBC, LG Electronics, Honeywell and Corporate Express to understand what they're doing well, and what they need to do better.
In order to foster an authentic response to The Ultimate Question the system recommends having a third party undertake your research - a service Sweet launched in August 2013. Click here to read more about Sweet NPS Research service and how we can help.
* Net Promoter Score is a registered trademark of Fred Reichheld, Satmetrix, and Bain & Co.